Sai Venkatesh

- Provide escalated technical support for complex desktop issues, ensuring timely resolution and minimizing downtime.
- Lead and mentor a team of Desktop Support Technicians in troubleshooting, installations, and maintenance tasks.
- Collaborate with IT management to develop and implement best practices for desktop support and end-user services.

- Networking Protocols (TCP/IP, DNS, DHCP)
- Routing and Switching (Cisco, Juniper)
- Network Security (Firewalls, VPNs)
- Wireless Networking
- Subnetting and IP Addressing
- Network Monitoring and Troubleshooting
- LAN/WAN Configuration

- Configuring, deploying, and managing Intune for organization
-Mobile Device Management: Proficient in configuring mobile device management policies, deploying apps, and providing access control and Support around 3000+ devices.
- Proven experience on Windows Autopilot management.
- Intune Migration from SCCM to Intune.
- Specialization on Mobile Device management, Mobile Application Management, iOS management, Android Enterprise. Provided enterprise mobility support for my current company.
- Expert in deploying endpoint security policies, monitoring security threats, and conducting security audits.
- Adept at managing relationships with stakeholders and ensuring they are kept informed of progress. Experienced in resolving conflicts and communicating changes in project scope.

- Addressing and resolving complicated incidents and requests; logs all incidents and requests; engage with other service desk resources and/or appropriate service resources to resolve Deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Enhancing the end-to-end customer experience and providing a single point-of-contact for the customer.
- Analyzing and resolving incidents and requests regarding use of application software or hardware.
- Logging and tracking incidents and requests from identification through resolution.
- Adhere to various SOPs for different applications to manage functional escalation, follow up with customer to confirm resolution and work with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
- Documents resolutions and updates self-help and staff knowledge bases

- Worked as a part of the Global Team for a 1.8 Year, installed software, configured and tested.
customer PC's, analyzed functionality of peripheral appendages. Provided valuable technical support for up to 1000+ end-users for hardware and software issues by consulting with customers via phone, email, system and in person.
- Provide stats for the weekly Service Desk report on call trends.
- Diagnosed and resolved operating system, hardware and software program problems to root causes.
- Recommended configuration changes and system additions that optimized performance.